22.3.35

GA - November 30, 2022

Highlights

Improved Management of Azure Active Directory

Automatic updates: All updates to users and groups in Azure are immediately and automatically synced into your helpdesk. No need for scheduled tasks to synchronize between Azure AD and SysAid.

Filters: Reduce clutter and redundant information. Admins can filter which users and groups are imported from Azure into SysAid. Learn more

See Only Relevant Ticket Info in Your SSP

Users now enjoy a “cleaner” view of their ticket information in the Self-Service Portal (SSP).

The Additional Data box in the ticket view includes only relevant fields (per ticket template) that were filled in (upon ticket creation). No more redundant, empty fields.

There’s no need for setup, but admins can easily define fields to be displayed separately in the Ticket Info box in the Settings.

Reduce Tickets Generated From Junk Email Addresses

Eliminate “junk” tickets from your queue.

Admins can create a blacklist of up to 20 email addresses and/or domains that will be ignored by the Incoming Email integration within SysAid. Emails from these domains will not trigger the creation of a ticket.

Better Together: SysAid Slack Integration v2.0

We have added quite a few great capabilities to our Slack integration. Available in the SysAid Marketplace. 

• Send Slack Direct Messages from SysAid
• Attach a Ticket to an existing Slack channel or create a new channel
• Use the SysAid Slash Commands in Slack
  • Create an SR
  • Link a Slack channel to an SR
  • Show pending workflow action items list
• Approve/Deny SysAid pending action item directly from Slack
• Security enhancement - Embed access token required for existing accounts

Better Control and Customization of Automation Rule Triggers

By creating a threshold for operating hours, you enjoy better control and customization of automation (escalation) rules. This new field allows you to establish a threshold that automatically distinguishes which rules are to be calculated in operation hours (short-term) and which are calculated by absolute hours (long-term).

Added a field to define the threshold for using operating hours in setting triggers to help you better configure your escalation rules. Learn more.

In such a scenario, a rule that should run 3 hours after a certain event in a ticket will be calculated by operating hours. A rule that should run once a month, in this case 720 hours, will be calculated in absolute hours.

The Essentials for Your Move to Microsoft 365 Exchange OAuth 2.0 protocol

Two years ago, Microsoft announced that it will no longer support basic authentication protocols (SMTP, IMAP, POP). The time has come to move to the more secure and updated OAuth 2.0 protocol. Follow these steps to keep going with no interruptions.

On-Premises Linux Customers Stay Current with SysAid

On-Premises Linux users can continue to enjoy the most advanced versions of SysAid, with all of the features and benefits. We will continue to invest in our broad ecosystem so that no customer is left behind. 

Follow this guide Instructions for instructions on how to upgrade your SysAid.

ICYMI: Sunsetting Oracle Database for On-Prem

We have decided to sunset our support for Oracle database as part of the effort to optimize our development flow, aligning our On-Prem and Cloud infrastructure to enable streamlined development and releases for you to enjoy.

For accounts using Oracle database we recommend not upgrading further than v21.2.35 until database migration has been performed. 

Reach out to our team to start the conversation for your migration. We are here to support you through this process of moving to MSSQL or MYSQL, and even consider taking the opportunity to reach for the SysAid cloud in partnership with AWS ISV Workload Migration Program.

Features and Bugs